Solutionreach, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me They have issued a refund which has posted to my credit card account
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear Dr***,Although you rejected my offer to help, I wanted to follow through and lend my assistance anywayYou will be happy to learn that I authorized termination of your agreement, which was processed and effective as of 10/20/However, I believe it is necessary to share with you what I discovered as I researched your case.I am sorry your experience working with us on cancelling your agreement has been frustrating to you, but I assure you that we strive to be fair and reasonable with all of our customersJust as we do our best to live up to our commitment to provide a great product and excellent service to our customers, we expect our customers to honor their commitment and to follow the terms of their Services Agreement, including its termination provisionYour agreement provides for termination so long as you notify us in writing at least days before the next applicable renewal dateThis provision was specifically acknowledged by you when you signed up for the services.According to our records, your contract began on 7/30/for an initial two year term and then annual renewals thereafterThe initial renewalterm, then, was 7/30/Not only do we have no record of you requesting to cancel before that initial renewal, but you actually requested to upgrade your account to the free CareCredit Edition of Solutionreach on 7/24/- just days before the renewal date that yearSo your account renewed on 7/30/for another year of serviceOver one year later, on 8/13/*** contacted us to request to cancel, but this was after the renewal had occurred on 7/30/Ultimately, based on our record of communication history with your office, your request for termination was not timely according to the terms of the agreement. We, therefore, had no obligation to terminate your account early. That said, as I have mentioned, we strive to be fair and reasonableI am willing to give you the benefit of the doubt - that perhaps there was another communication that was made in a timely fashion to request terminationIf you know of such communication, please forward record of it to me.Most of our customers are highly satisfied and love our service, which is evidenced by the fact that our average customer has been with us for over seven yearsI sincerely wish your experience with us would have been the sameIf you are moving your practice to another patient engagement service, I wish you wellIf for some reason it doesn't work out, I hope you will reconsider Solutionreach in the futureWe would love to welcome you back.Your account has been terminatedIf you have any questions, or would like to discuss this further, please do not hesitate to contact me directly.Sincerely,Thomas S*VP of Client SuccessSolutionreach, Inc.###-###-####

Complaint: ***
I am rejecting this response because: I spoke to your company BEFORE I filed the complaint Your software isn't even doing the job it's suppose to be doing in confirming my patients, and I was told if I had a valid complaint that the contract would end I feel not providing the service I'm paying for is a valid complaint Your representative told me that there was no way he was accepting my complaint as valid, so I was forced to file a complaint with the Revdex.com for resolution to this matter
Sincerely,
*** ***

Thank you so much for reaching out to us through the Revdex.com of Utah to let us know about your concerns, ***As soon as I saw your message to us, I reached out to one of our supervisors, David, and had him research the specifics of your accountI just finished discussing the
details of your conversation with him and I'm happy to hear the two of you were able to work everything out and come to a resolution.I'm sorry you had these frustrations in the first place, but wanted to thank you for taking the time to help us get it all figured out with youAre you happy with the details of what was worked out? Did you have any further questions we can help you with?Thank you,Eric Z***Customer AdvocateSolutionreach

Dear Dr. ***,Thank you for contacting Solutionreach via the Revdex.com of UtahI am writing to confirm that your account has been cancelled, per your requestThe account was terminated on 10/15/2015, five days before you filed this complaint with the Revdex.com.Generally, we strive
to provide our customers with an excellent product and service, and I am sorry your experience did not meet that aspirationUpon further review of your account, I can see that we worked with your office many times to resolve technical issuesNormally, our service works very well with hundreds of practice management software titles, including yoursHowever, we recognize that sometimes compatibility can be a challenge, for various reasonsDue to these issues, your account was closedAlso, please note that we did not keep any funds from you for the last several months of your serviceYou charged back payments in September, which we accepted (i.e., did not challenge and so they were reversed to you), and we did not bill you in October for your final month of SeptemberThus, you did not pay for the last months of serviceIf you have information to the contrary, please let us know immediately and we would be happy to verify.I am sorry our service did not meet your needs and I apologize for the frustration you experiencedThank you for allowing us an opportunity to come to a resolution.If there is anything else I can do for you, please do not hesitate to contact me.Sincerely,Thomas S*VP of Client SuccessSolutionreach, Inc.###-###-####

Dr***,Thank you for contacting us via the Revdex.com of UtahOur best wishes of health and happiness to the previous owner of the practice! I have investigated your complaint and will contact you shortly in hopes of coming to a satisfactory resolutionIt is our intent to provide
all our customers with truthful and accurate information concerning our business relationship with youI am confident that we'll be able to get a quick resolution to your complaintI will reach out to you directly to determine our path forward.Best,Ryan B***VP, Client SuccessSolutionreach

Dr***,A representative from our contracts team has been reaching out (unsuccessfully) to your office to come to a resolutionWe'll try to reach out again today. Best,Ryan

Dr***, Thank you for reaching out to Solutionreach via the Revdex.com of UtahI am happy to respond to your complaint and assist in providing a resolutionConcerning the system failure that you mention, I noticed one situation where the resolution occurred outside of our service levelsAnd
during that situation, we paused billing for you so that you were not chargedAll other situations that were brought to our attention were resolved within a reasonable timeframeAs all technology can be unpredictable, we hope that our customers recognize the quick way in which we strive to resolve these concernsI apologize if you felt the resolutions were not timelyI have spoken with our contracts team and asked that they reach out to you with a proposed resolution, including termination of your agreementThey informed me that they spoke with your staff this morning (8/9) and the resolution put in placeWe appreciate the opportunity we had to do business with you, and hope we can continue our relationship in the futureBest, Ryan B*** VP, Client Success Solutionreach

Dear Dr***,I have authorized the termination of your account with SolutionreachYour account has been cancelled and a refund of $has been submitted to your credit card company.I mentioned in my previous response that it is our intent to provide our services without confusion or misunderstanding to our customersUpon further review, I do believe there was a misunderstanding here as it appears that your office staff may have entered into an agreement on behalf of your practice without your direct involvement, thus leading to confusion later during the implementation phase.To be clear, we believe we entered into a valid Services Agreement with your practiceThe agreement was entered into electronically by an individual in your practice on April 30, (signature, ip address and timestamp captured electronically)A PDF copy of the agreement was also delivered to your personal email address (***@gmail.com) at that time, to which there was no objection until four months later in SeptemberThe agreement included a 60-day satisfaction period during which you could have cancelled in writing at any timeUnfortunately, we did not have any indication of your wish to cancel services until receiving a call requesting to cancel on September 1stBecause that was well outside the satisfaction period, we were not inclined to honor the request.Additionally, the call for cancellation occurred after no less than interactions by email, phone calls, and voicemail between Solutionreach and your office, most of which were attempts by our implementation team to help activate the contracted services to no availIn every instance that our implementation representatives attempted to contact your office, they were told either to call back later, or that you were not ready to implement yet, or there was simply no response from your office. We did not take this as a cancellation request, as it is not uncommon for us to call for implementation only to have the customer ask us to call back later due to the busy nature of our customers' officesIn those cases, we simply call back and the implementation process proceeds. From our implementation team's perspective, we were simply calling back to try to help you get started.Reviewing the events, calls, etcin their entirety now, with the benefit of hindsight, I can see how, perhaps, your office mistook those implementation calls as additional sales callsPerhaps, someone thought that we were simply still trying to sell our services to your officeThat said, if that is the case here, it would be very unusual, as our sales and implementation processes are very straight forwardWe help lots of new customers go through the implementation process every single day, and I don't think I've ever seen a situation quite like this ariseNonetheless, I apologize if the process was not clear to your office, or if it was not everclearly explained to you, personally.At this point, there is no need to carry on the disputeYou do not want our services, which I can respect.Your account has been cancelled and a $refund was submitted today.I apologize for any part we may have played, if any, in the misunderstanding that led to this disputeI sincerely wish you and *** Family Eye Care well, and if there is anything else I can do for you, do not hesitate to contact me directlyI would be more than happy to assist.Kind regards,Thomas S*VP, Client SuccessSolutionreach, Inc.***@solutionreach.com###-###-####

Hello Dr***,
Thank you for reaching out to Solutionreach via the Revdex.com of
UtahI have personally reviewed your case, including your recent interactions
with our contracts teamWhen signing up for our services, we provided to you
full disclosure of the terms of the initial 2-year
contractIncluded within the
terms of the contract is a 60-day satisfaction period, wherein if the services
do not meet your needs, you can cancel the agreement at your willYou continued
to use our services beyond that initial 60-day satisfaction period, which means
you agreed to the full 2-year termDuring this term, we’ve assisted you in
using our services, provided technical support and training, and offered to
assist with any concerns you brought to usYou have used many aspects of our patient
relationship management services throughout the current term of your agreement,
which we have been happy to have provided for youNow then, I understand that
you feel the integration was not complete enough for your practice, and as such
desired to terminate your agreement mid-contractDuring our recent interactions
with you about this, we made a reasonable attempt to provide a solution to you,
of which you declinedWe will reach out to you again in hopes that we can work
together to come to a compromise on how to move forward
Best, Ryan B***VP, Client Success

I've been paying for a year. Their is a year to go. I expect you to waive the remaining year. that's called splitting the difference and is a fair resolution. Otherwise, I'll continue with my complaints and process of achieving restution. What is your proposal?Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Dr***,We tried reaching you today to provide you with a resolution, but you were unavailableA member of our contracts team has the necessary information and paperwork to terminate services and will be in touchThank you for reaching out to Solutionreach via the Revdex.com of Utah. Best,Ryan B***

Dr***,I am sorry you feel the way you doI never communicate to customers in anything other than a respectful, professional tone, and I expect my employees to do the sameI reviewed the prior telephone calls between your office and our representatives to observe the tone they used with you, as wellIn no instance was anyone less than professional and courteous in how they communicated with youTherefore, I am a little surprised to see how you are characterizing your experience with us to the Revdex.com in order to try to get out of the agreement, now that you would like to use another competing service.Although you had already received a copy of the Services Agreement when you signed up for services, I provided you with another copy with my last response, as a courtesyIt seems clear that you now choose not to abide by its termsThe terms of the renewal are clearly spelled out in the agreement, and you agreed to those termsI am not asking you to do anything more than honor your agreementTermination is simple as long as you notify us in writing at least days before the next renewal dateYour agreement renews on July 31, We are happy to terminate your agreement at the end of the current term.As I stated last time, we informed your office that you may pay out your remaining obligation early at a 15% discountI am sorry if your staff did not communicate this to you directly, but your office was, in fact, informed of this option.I invite you to reach out to me directly if you would like to discuss this matter further.Kind regards,Thomas S*VP, Client SuccessSolutionreach, Inc.***@solutionreach.com###-###-####

Dr***, Thank you for reaching out to Solutionreach via the Revdex.com of UtahI have reviewed your account and accompanying contractIt appears that, since submitting this complaint to the Revdex.com, you have been in touch with a member of our contracts team, at which time you had a conversation about
contract terms and lengthShortly after entering into contract with Solutionreach, your practice signed an addendum to "defer" your contract for a period of timeAs of this writing, you are still under contract with SolutionreachThat said, we have noted your desire to cancel services and your contract will not renew at the end of the current contract terms. I understand that in your conversation with our contracts team, we shared with you just how great of a ROI your practice has seen with SolutionreachWe're happy to have been able to help you achieve success in your practice.Best,Ryan B***VP, Client Success Solutionreach

Dr***, I have reviewed the case file for the account you previously had with Solutionreach to ensure that this issue was resolvedI spoke with our accounting team and verified that a refund was given in March of for months of services that were paid for, but were unused due to
your practice management software being unable to connect to SolutionreachYour account has been cancelled and closedWe wish you the best in your endeavors and hope to be able to do business with you again at some point in the future. Best, Ryan *B***VP, Client SuccessSolutionreach

Again, Dr***, I’m sorry for any miscommunicationI’m not attempting to “twist” your words, nor am I looking to have an argumentYou and I have previously discussed all of the concerns you bring up again here in your rejection, but the details remain the same: Lauray indicated on a recorded call that she had discussed all the details with you prior to signing and she indicated in writing she was authorized to sign on your behalfThe service agreement is valid given this informationWe see that you have successfully used the Solutionreach platform for sending messages to your patientsThere are some features you have chosen not to take advantage of so far, but they are absolutely available for your practiceMany oral surgeons use the Solutionreach platform to communicate successfully with their patients and are quite happy with the resultsIf you were unhappy with how the Solutionreach platform worked for your practice, there was a satisfaction guarantee period detailed in the service agreement, during which you could have cancelled servicesYour team opted to continue after that period and used the service for approximately seven months after that pointFinally, we do formulate newsletters for your practice, designing them, handling art assets, assisting with adding text content, and moreWe do have some pre-written articles and newsletter templates you can take advantage of, but we don’t write medical content specific to your patients or your practiceWe would not want to miscommunicate your thoughts on how your patients should maintain their health or manage their individual circumstancesNone of those statements are intended to indicate we aren’t interested in reaching an amicable agreementWe have waived monthly service fees as a customer courtesy while discussing ways to help you customize the platform; we have offered additional accounts for your practice at no additional cost, as a way to help you accomplish your practice’s goals; and we’ve given you a personal account manager to help us better understand how you’re looking to use the platform and what kinds of customizations or adjustments we might be able to help withAll of these have been attempts to help your practice achieve the success we’ve helped tens-of-thousands of other practices achieve, but many of our offers of compromise have been rejectedI would like to apologize againI understand you are upset and frustrated and that would never be our intentWe would very much like to find ways to help you use the service successfully and your aforementioned account manager is available at any time to help with thatJust because we must continue the terms and conditions of the service agreement doesn’t mean we don’t feel regret for the fact that you’re feeling dissatisfactionIf you would like to take us up on this offer of assistance and problem solving for your account, please contact us and we’ll get you in touch with your account managerThat offer always stands and we’re happy to help Regards, Eric Z*** Customer Advocate Solutionreach

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Please call or e-mail me with a copy of the finalized paid in full contract and notification of no more automatic with drawls from our bank accountThank you
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have contacted my representative Chris, and he proceeded with the cancellationSolution Reach will send me my last statement (since the period of my contract ends in 5/12/
Sincerely,
*** ***

The agreement entered into on May 12, was indeed for a period of monthsHowever the addendum to that agreement, signed by you in August of 2016, reduced your monthly service fee and entered you into a new service agreement termIt is very clearly stated on the addendum that this new term
length is months (August of 2018), starting on the effective addendum date of 8/3/16. An additional addendum was signed by you in April of that waived the monthly service fee for months (May - October 2017)These months were to take place inside of the month service agreement term previously mentionedThat addendum clearly states that billing will resume with the subsequently due payment in November 2017. We understand you would like to cease using our services, but simply uninstalling our software does not constitute cancellation. Although you have chosen to uninstall our software, you still have access to the Solutionreach platform as we have not denied you access or changed any of your login credentials. The termination policy is present on the original services agreement, as referenced on both addenda signed by youYou have already spoken with a representative who has explained you will need to pay the remainder of your bill if you decide to end the contract before the end of the service agreement term of August